The search for service quality and the division of work betweenfront office employees and backroom workers as the core of servicedesign are examined. Discussion centres on whether the servers taskshould encompass more backroom work to avoid duplication and delay or bemore limited to reduce turnaround time. Alternative service deliverydesigns are explored and the impact of technology examined. It isconcluded that the task at hand is not merely to select the best designbut a technological migration path allowing the bank to maintain orimprove its competitive position in what has been described asbareknuckle banking.
International Journal of Bank Marketing – Emerald Publishing
Published: Jan 1, 1991